E-Commerce in Belgium, latest trends and precious tips Carine Moitier, Expert Consultant e-Commerce Co-Founder Bivolino.com www.cmoitier.com E-Commerce Forum Meridien Brussels - 30.09.08
Jan 24, 2015
E-Commerce in Belgium,
latest trends and precious tips
Carine Moitier, Expert Consultant e-Commerce Co-
Founder Bivolino.com
www.cmoitier.com
E-Commerce Forum Meridien Brussels - 30.09.08
The Retail Trend
The E-Com Market
Top 10 Lessons…
out of 10 years experience
Retail shifts from a Hit-driven to a Niche economy-source The Long Tail Chris Anderson
Webtechnology is turning Mass Markets based on Hits
into millions of Niches by combining infinite cheap shelfspace
with real-time info, buying trends & public opinion.
The Future of the Business Is Selling Less of More-source The Long Tail Chris Anderson
‘One-stop-Shopping’ Brick & Mortar and Catalogs Retailers will have to (are) extend(ing) their hit-driven business with a varietyof online Niche offerings eiher physical or digital, MtStock or MtOrder.
Custom Clothing = The Long Tail of Fashion-source The Long Tail Chris Anderson
Filters & recommandation technology will guide the customer
from “one-size-fits-all bestsellers clothing” up to the high variety
choice in custom clothing.
Worldwide 875 mio consumers shop online - Source Nielsen 12/07
More than 85% of the world’s population with an Internet connection has already bought something online.
De online worldwide shopping market has grown for more than 40% for the last 2 years.
Books are the most popular (41%)
Clothing/Accessories/Shoes (36%)
Video’s /dvd’s/games (24%)
Flights (24%)
Electronics (23%)
Belgian e-Commerce Market figures - Source BeCommerce 05/08
2005 : 339mio €
2006 : 675 mio€ +99%
2007 : 989 mio€ +46%
2008 : 1236 mio € +25% expectations
A mature market were the whole belgian population is represented.
Belgian e-Shops figures - Source BeCommerce 05/08
2007 : 2100
2008 : 3100 +48% expected
+80 e-shops per month
+ 4 e-shops every working day
++ TOP 10 Lessons… out of 10 years experience
Lesson #1
THINK BIG,STAR T SMALL &STAY FOCUSED.
Lesson #2
e-COMMERCE SHOULD BE IN THE HEARTH & SOUL OF YOUR COMPANY’s CULTURE & VISION.
Lesson #3
THE e-COMMERCE BUSINESS IS NOT JUST
ANOTHER CHANNEL.
Lesson #4
THE e-COMMERCE BUSINESS IS BUILT ON REPEAT CUSTOMERS.
Customers come…
Customers come back…• on any given day, 75% of purchases from returning customers• repeat customers order> 2.5x in the next 12 months.
Customers come back, order more and more often…• repeat customers have higher average order size• 111,98€ - first time customer in Q108• 143,22€ - returning customers in Q108
Lesson #5
WORD OF MOUTH REALLY WORKS ONLINE.
Consumers are the New Authorities
Then
“Turns out the contaminated wheat gluten that has
sickened and killed so many cats and dogs recently
has ended up in quite a few brand names. I finally
found a complete list of the affected brands here. I
feed my cats --- dry food, and fortunately the dry
food was not on the list. The --- wet is, though. Don't
assume that your brand is safe. Check the list!”
- stynes.blogspot.com, 04/05/07
Now
Lesson #6
CREATE REAL VALUE,DO NOT COMPETE ON PRICE.
Lesson #7
MAKE SURE YOUR INVENTORY WEB SITE IS 100% ACCURATE.
Lesson #8
CENTRALLY LOCATE YOUR DISTRIBUTION.
Lesson #9
CUSTOMER SERVICE IS AN INVESTMENT.
(NOT AN EXPENSE)
What customers first see• 24/7 1-800 number on every page• free fast shipping• free return policy
What customers experience• fast & accurate fulfillment • friendly, helpful « above & beyond » customer service• a personal handwritten complement card
What to do internally• no call times • no sales-based performance goal for reps• 5-week customer service & culture training
Lesson #10
DON’T BE SECRETIVE. DON’T WORRY ABOUT COMPETITORS.
JUST DO IT!
THANK YOU !
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